This Service Level Agreement (this "SLA") is incorporated into the Master Subscription Agreement between Manafold Inc. (dba Layo) and Customer (the "Agreement"). This SLA applies only to paid subscriptions and does not apply to free trials, beta features, or services provided on a complimentary basis.
Capitalized terms used but not defined in this SLA will be understood to have the meanings given to them in the Agreement.
1. Definitions
"Downtime" means the period of time during which the Platform is unavailable to Customer, measured in minutes. Downtime is measured from when Layo confirms through its monitoring systems that the Platform is unavailable until Layo confirms that the Platform is available again.
"Monthly Uptime Percentage" means the percentage of total possible minutes in a calendar month that the Platform was available, calculated as follows:
Monthly Uptime Percentage = ((Total Minutes in Month - Downtime) / Total Minutes in Month) x 100"Platform" means Layo's core platform services, including the no-code application builder, application hosting, and deployment infrastructure, but excluding Third-Party Services.
"Service Credit" means a credit applied to Customer's account, calculated as a percentage of the monthly subscription fee paid by Customer for the affected services.
"Third-Party Services" means services provided by third parties that integrate with the Platform, including but not limited to OpenAI, Anthropic, Google Cloud Platform, and other external services listed in the Subprocessors list.
2. Service Commitment
2.1 Uptime Target
Layo will use commercially reasonable efforts to make the Platform available with a Monthly Uptime Percentage of at least 99.5% (the "Uptime Target"). This SLA does not apply to:
- Beta features, preview features, or features designated as experimental
- Free trials or free plan usage
- Planned maintenance windows (as described in Section 2.3)
- Downtime caused by factors outside Layo's reasonable control (as described in Section 3)
- Third-Party Services
2.2 Measurement Period
The Monthly Uptime Percentage is calculated on a calendar month basis. Measurements begin on the first day of the calendar month at 00:00:00 UTC and end on the last day of the calendar month at 23:59:59 UTC.
2.3 Planned Maintenance
Layo may perform planned maintenance on the Platform. Layo will provide at least seventy-two (72) hours' advance notice of planned maintenance by email or through the Platform dashboard. Planned maintenance windows will be scheduled during off-peak hours (weekends or between 22:00 and 06:00 UTC on weekdays) when feasible and will be excluded from Downtime calculations. Layo will limit planned maintenance to no more than eight (8) hours per calendar month.
3. Exclusions from Downtime
The following will not be considered Downtime for purposes of this SLA:
- Unavailability caused by factors outside Layo's reasonable control, including force majeure events, Internet service provider failures, or denial-of-service attacks
- Unavailability resulting from Customer's equipment, software, network connectivity, or actions
- Unavailability of Third-Party Services, including AI model providers, cloud infrastructure providers, or other external dependencies
- Scheduled maintenance performed in accordance with Section 2.3
- Unavailability caused by Customer's violation of the Agreement
- Emergency maintenance required to address security vulnerabilities or critical system issues (limited to four (4) hours per incident)
- Unavailability resulting from beta features, preview features, or experimental functionality
- Issues caused by Customer's custom code, integrations, or API usage
- Performance issues that do not result in complete unavailability of the Platform
- Unavailability affecting individual customer accounts due to account-specific issues (e.g., payment failures, account suspension)
4. Service Credits
4.1 Service Credit Amounts
If Layo fails to meet the Uptime Target in any calendar month, Customer will be eligible for Service Credits according to the following schedule:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% to < 99.5% | 5% |
| < 99.0% | 10% |
4.2 Service Credit Cap
The maximum total Service Credits that Customer may receive for all Downtime in a single calendar month will not exceed 10% of the monthly subscription fee paid by Customer for that month. Service Credits are Customer's sole and exclusive remedy for any failure by Layo to meet the Uptime Target.
4.3 Service Credit Limitations
Service Credits:
- Are not refunds and have no cash value
- May only be used against future payments for the Services
- Will expire twelve (12) months from the date of issuance if not used
- Will not be issued for free trials, free plans, or beta services
- Will be calculated based on the base subscription fee and will not include usage-based charges, add-ons, or professional services
- Will be forfeited if Customer's account is not in good standing or if Customer has outstanding payment obligations
5. Claiming Service Credits
5.1 Credit Request Process
To claim Service Credits, Customer must:
- Submit a written request to support@uselayo.com within thirty (30) days after the end of the calendar month in which the Downtime occurred
- Include in the request:
- The dates and times of Downtime experienced by Customer
- Relevant logs, screenshots, or other documentation supporting the claim
- A description of how the Downtime affected Customer's use of the Platform
- Reasonably cooperate with Layo's investigation of the claim
5.2 Credit Determination
Layo will investigate Customer's claim and determine, in its reasonable discretion, whether the Uptime Target was met. Layo will use its internal monitoring data as the primary basis for calculating Downtime. If Layo confirms that the Uptime Target was not satisfied in such month, Layo will issue a Service Credit to Customer calculated in accordance with Section 4.1.
5.3 Credit Application
Layo will apply each Service Credit to Customer's next invoice within sixty (60) days of approving the claim, provided that Customer's account is fully paid up and there are no outstanding payment issues or disputes. Customer will not receive any refund or payment for any unused Service Credits.
6. Support Services
6.1 Support Channels
Layo provides technical support through the following channels:
- Email support: support@uselayo.com
- In-platform support portal: Available within your Layo dashboard
- Documentation: https://docs.uselayo.com
6.2 Support Hours
Support is provided during business hours (Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding U.S. federal holidays). Emergency support for critical issues affecting the Platform's availability may be provided outside business hours on a best-effort basis for Enterprise plan customers only.
6.3 Response Time Targets
Layo will use commercially reasonable efforts to respond to support requests according to the following targets, based on severity level:
| Severity Level | Description | Target Response Time |
|---|---|---|
| Critical | Platform completely unavailable for all users | 2 business hours |
| High | Major functionality unavailable or severely degraded | 4 business hours |
| Medium | Minor functionality issues or questions | 1 business day |
| Low | General questions or feature requests | 3 business days |
These are response time targets, not resolution time commitments. Actual resolution time will vary depending on the complexity of the issue. Response times are measured during business hours only.
6.4 Support Exclusions
Layo's support obligations do not include:
- Support for Third-Party Services or integrations
- Custom development or consulting services
- Training or onboarding (unless specifically included in Customer's subscription plan)
- Support for legacy features or deprecated functionality
- Issues caused by Customer's violation of the Agreement or acceptable use policies
7. Platform Performance
7.1 Performance Targets
While Layo strives to maintain optimal performance, this SLA does not include specific performance targets for response times, throughput, or other performance metrics. Performance may vary based on factors including network conditions, usage patterns, and Third-Party Services.
7.2 Rate Limits
Layo may implement rate limits and usage quotas to ensure fair use and platform stability. Rate limiting is not considered Downtime under this SLA. Current rate limits are documented at docs.uselayo.com and may be adjusted with reasonable notice.
8. Data Backup and Recovery
8.1 Backup Frequency
Layo performs automated backups of Customer Data at least once daily. Backups are retained for a minimum of seven (7) days.
8.2 Recovery Point Objective
In the event of a data loss incident, Layo will use commercially reasonable efforts to restore Customer Data from the most recent available backup. However, Layo does not guarantee recovery of all data and cannot guarantee a specific Recovery Point Objective (RPO) or Recovery Time Objective (RTO).
8.3 Customer Responsibility
Customer is responsible for maintaining independent backups of critical data and for testing data recovery procedures. Layo's backup service is not a substitute for Customer's own backup strategy.
9. Modifications to SLA
Layo reserves the right to modify this SLA at any time. Material changes to this SLA will be communicated to Customer via email or through the Platform at least thirty (30) days before the changes take effect. Customer's continued use of the Services after the effective date of any changes constitutes acceptance of the modified SLA. If Customer does not agree to the modified SLA, Customer's sole remedy is to terminate the Agreement in accordance with its terms.
10. Disclaimers
10.1 Third-Party Dependencies
The Platform relies on various Third-Party Services. While Layo selects reliable providers and implements redundancy where feasible, Layo is not responsible for the availability, performance, or reliability of Third-Party Services. Unavailability of Third-Party Services may affect the Platform's functionality and is not covered by this SLA.
10.2 Beta and Preview Features
Beta features, preview features, experimental functionality, and features marked as "early access" or similar designations are provided "as is" without any SLA commitments. These features may be changed, discontinued, or removed at any time without notice.
10.3 No Guarantee
While Layo will use commercially reasonable efforts to meet the commitments in this SLA, the nature of cloud-based services means that occasional unavailability is unavoidable. This SLA represents Layo's service level commitment but does not constitute a guarantee of uninterrupted service.
11. Limitation of Liability
IN NO EVENT SHALL LAYO'S TOTAL LIABILITY FOR ANY DOWNTIME OR UNAVAILABILITY OF THE PLATFORM EXCEED THE TOTAL SERVICE CREDITS AVAILABLE UNDER SECTION 4 OF THIS SLA. SERVICE CREDITS ARE CUSTOMER'S SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE TO MEET THE UPTIME TARGET OR FOR ANY UNAVAILABILITY OF THE PLATFORM. THE SERVICE CREDIT REMEDY IS SUBJECT TO THE LIMITATIONS AND EXCLUSIONS SET FORTH IN THIS SLA AND THE AGREEMENT.
THIS SLA DOES NOT MODIFY OR LIMIT THE LIABILITY LIMITATIONS SET FORTH IN THE AGREEMENT. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL LAYO BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATED TO THE PLATFORM'S UNAVAILABILITY OR PERFORMANCE.
12. Entire Agreement
This SLA is incorporated into and forms part of the Agreement. In the event of any conflict between this SLA and the Agreement, the terms of the Agreement will control. This SLA supersedes any prior SLA or service level commitments made by Layo.
Contact Information
For questions regarding this Service Level Agreement or to submit a Service Credit claim, please contact:
Manafold Inc.
Email (Service Credit claims): support@uselayo.com
Email (Legal questions): legal@uselayo.com
Website: https://uselayo.com
Status Page: https://status.uselayo.com